Technical Support Engineer (all genders)

SCAYLE is one of the fastest-growing enterprise commerce platforms in the world, enabling brands and retailers to realize their D2C ambitions. SCAYLE stands for innovation, international collaboration, and a strong focus on data. We believe that stepping outside of our comfort zone and making bold decisions is key to growing both professionally and personally. Instead of seeing problems as obstacles, we approach them as opportunities to find better solutions. We work in an environment that encourages flexibility, creativity, and continuous development. What drives us is the shared motivation to make an impact and actively shape the future of eCommerce.
Investigate technical issues reported by enterprise customers. You'll analyse symptoms form hypotheses, follow the evidence to root cause
Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services
Read code across multiple repositories to verify hypotheses and trace request flows
Query databases when needed to confirm system state and reproduce issues
Engineering escalation chain: You'll manage tickets through their full lifecycle, from intake to resolution, across the support
Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management
Partner with engineering teams when escalation is needed. You'll frame issues clearly, provide reproducible evidence, advocate for customer impact
Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements
Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours
You're comfortable reading PHP code (and ideally one other language) to trace logic and verify code paths
You have hands-on experience with observability and central logging tooling (Datadog preferred) and familiarity with central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
You're comfortable searching logs, reading distributed traces, querying metrics
You have solid SQL skills and are able to query relational databases to verify system state, reproduce issues, and understand data models
You have working knowledge of distributed systems concepts (async vs. synchronous)
You're comfortable with HTTP and API debugging to curl, response headers, status codes, basic DNS, REST and webhook flows
You have familiarity with cloud-based, multi-tenant SaaS architectures and understanding tenant isolation and configuration delivery is a strong advantage
Main Benefits
Flexible working times
40% discount on our ABOUT YOU online shop
Fresh fruits + drinks everywhere
Language courses (German & English)
Free sports courses & reduced price for Wellpass membership
Subsidized public transportation ticket
Free choice of hardware and operating system (Mac, Windows, Linux) also for private usage
Modern office in the city center of Hamburg
International working environment and English as company language
Agile work environment and cross-functional teams
Dog-friendly office
Professional training
Company pension plan
Help in relocation and VISA process
(Benefits may vary depending on location)
Simply apply online via our career page - we will get back to you as soon as possible!
A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.